Customer care

How do customers behave? How to find out what they think? How do you choose the employees who deal with them? How to resolve complaints and disputes? How costly is customer churn? The author, a customer care director of a renowned company with many years of experience, describes building a customer-centric organization. Using practical situations, it defines good and bad approaches to customer care and shows how important it is to make everyone aware of their role and the role of others in satisfying the customer.